Predictive Dialler technology has long been recognised as an efficient means of improving productivity and increasing contact rates with customers and prospects alike. Cloud diallers however, offer considerably more value than productivity and efficiencies alone. Indeed, Predictive Dialler CX can deliver extraordinary value across the spectrum – specifically in relation to Customer Experience management.
In all likelihood, Predictive Dialler CX will become increasingly relevant post COVID 19; as many organisations seek the use cloud services such as Predictive Dialler CX to drive business performance; and specifically to secure their respective customer-bases; and/or generate new revenue.
Predictive diallers are fast becoming an essential cloud service for customer-facing interactions in an increasingly competitive environment; as a result of their ability to increase business capabilities and to thereby engage with customers ahead of competitors.
With companies starved of revenue for extended periods, the post COVID 19 road to recovery will undoubtedly present many challenges for business leaders – none less important than having the means of securing and generating revenue in a highly cost-efficient and productive manner. Predictive Dialler CX is widely used to solicit new business and stay close to customers. In addition, Predictive Dialler CX provides businesses with a means of efficiently updating contact data as a continuous improvement process.
Quality cloud diallers present agents with customer intelligence with every call. Customer specific information in the dial file, such as; name, account number, address, payment amounts etc can be drawn from the dial file and displayed for agents as a means of promoting quality interactions with customers. In other words, staff are able greet customers by their name and recognise different elements of their account in an instant.
Likewise, information collected by call centre agents and admin staff can be entered into the dialler and subsequently used to update contact data.
Cloud predictive diallers can give businesses a competitive edge in the increasingly competitive and sophisticated maketplace post COVID19. Gain competitive advantage through the following elements;
The improved technological capabilities derived from using a predictive dialler can have a dramatic effect on business performance. in particular, businesses can typically improve;
The use of cloud technology inherently promotes continuous upgrades of software; and as a result, the on-going use of contemporary predictive dialler technology to further promote continuous improvement and an organisation’s competitiveness. Moreover, the superior capabilities of cloud-based diallers will invariably enable companies to better tackle intense competitor rivalry. Conversely, persevering with outdated and ageing onsite technology may well prove to be liability in a more competitive environment, post COVID 19.
When seeking-out a quality cloud predictive dialler cloud service, its important to understand that not all diallers are created equal. In fact, upon observation, many diallers are inadequate in regard to call handling. On the other hand, dialler services that typically incorporate the following elements are in a position to deliver a quality service;
Import and export contact data to and from your CRM, or alternatively integrate a predictive dialler with your CRM to create a seamless experience for call centre agents.
Quality cloud diallers enable call centre agents and management alike to access the cloud service from any location on the provision they have access to sufficient broadband ie; NBN. Therefore quality dialler systems will enable staff to; Work from Home, head office, call centre, a subsidiary office or even off-shore.
Cloud-based predictive diallers deliver cost savings across multiple disciplines ie;
The value of using cloud technology that is both developed and supported in Australia has been acutely evident during the COVID 19 crisis. Australian predictive diallers vendors that have invested in local support resources over the years, have been able to service their customers with comparative eased, when compared to overseas rivals that rely upon offshore resources in the Philippines and/or India for support.
Exceptional CX is made possible through performance management capabilities. Quality predictive diallers not only incorporate dashboards to manage operations, they also provide a suite of relevant reports across multiple sources such as; Contact Data, Software and Telecommunications.
Outcomes derived from the use of predictive diallers inherently improve CX – with every customer contact providing an opportunity to update records, and indeed add valuable information to records. Once collected, information can be exported into CRM’s, and thereafter available to improve customer interaction strategies.
As the components of contemporary predictive diallers are located in the cloud, they require few resources to implement and scope from skilled vendors. Importantly, as a cloud service, the internet is a fundamental prerequisite to accessing predictive dialler software ie; NBN.
All things considered, organisations that equip themselves with contemporary communication platforms such as a cloud predictive dialler, will have the capacity to gain competitor advantage as a result of high contact rates with customers in both an efficient and effective manner – ultimately delivering exceptional Customer Experience (CX).
Contact Smartcom for to learn more about using a predictive dialler for front-line interactions with customers and prospects alike: Ph: 1300 196 386 or Email: info@smartcombusiness.com
